Customer Service FAQ
When Will My Order Arrive?
Pet Expertise Standard: Within 7 days of your order submission. Orders may ship in separate packages and may ship either UPS ground or US Mail.
Pet Expertise Expedited: Within 2 business days of your order submission via USPS Priority Mail.
Pet Expertise Express: Within 2 business days of your order submission via USPS Express Mail.
Outside the US via Pet Expertise Shipping: Within 2 weeks, although customs can hold them up.
Supplier Direct: Supplier Direct items are designated in the product description. They have a item number beginning with DSPE and are noted as "Supplier Direct" in your confirmation email. The delivery time is noted in the product description, and is generally 4 to 10 days.
Tracking: A tracking link is provided in your shipping confirmation email. You can also click here for a tracking link and enter your tracking number.
Why are there two shipping charges on my order?
Most of our items are included in the Pet Expertise shipping charge, however some items incur their own separate shipping charge. These items will have that noted in their description and will say something like "Shipping directly from our supplier". This shipping cost added to your order is necessary to offset the cost of shipping that item to you.
Can I get an item faster than the shipping options listed?
We're sorry, but no, the listed shipping options are the best we can do at this time.
Has my order shipped yet? Will I receive tracking info?
The great majority of our orders are shipped out by the next business day. Most orders will receive an email notification when their order ships which includes tracking information. Sometimes spam filters block these notifications and they are lost. Please note that tracking/confirmation numbers included for orders shipped via US Mail are not very useful they are really just for delivery confirmation purposes.
I live near you. Can I pick up my order?
Sorry, no, our warehouse is not equipped for customer pick ups.
Do you ship to my country? How much does it cost to ship products to my country?
Most of our items ship throughout the world. However, some of them are not eligible and if this is the case it will be noted in the product description. To find out the shipping charge for your item to your destination you can simply place the items in your cart and use the Shipping Costs box to calculate it for you.
Placing an Order or Paying for an Order
We accept Visa, MasterCard, American Express, Discover and Paypal. International customers must use Paypal.
We value your privacy and security. To protect you and your personal information, this site uses industry standard Secure Socket Layers (SSL) for data encryption prior to transmission. When you enter the Checkout areas of the site, all data is encrypted using SSL prior to transmission (note the "HTTP:" in your browser address bar changes to "HTTPS:" when you enter a secure area of the site. This denotes transmission using SSL.).
We do not store credit card information.
Contact us by email if you have any questions, or by phone at 888-473-8397 and we will get back to you within one business day.
Returns / Exchange Information
We stand by our products. Please use the form below to contact us for return authorization and instructions. If we receive a return which is unauthorized we may be unable to refund you (and we would hate to do this to you!)
Contact us by email and we will send you the return authorization and return address.
Changing or Canceling an Order
Unfortunately it is very difficult for us to change orders once they are in the system since we begin processing them right away in order to get them out fast. We will do our best to change your order, but may not be able to.
Contact us by email to change your order since we are able to act fastest this way.
My dog fits within two size ranges. Which do I choose?
First, we suggest that you always measure twice just to make sure that you have measured accurately. Second, consider whether your dog likely to get any bigger or smaller (i.e. you have a growing puppy or an overweight dog that is on a diet). If your dog is not likely to get any bigger or smaller, then choose the size in which your dog's measurement falls most in the middle. For example, if the size range for a medium lists 10" to 20" and your dog is 15" then you would choose that medium. However, if your dog is likely to get bigger or smaller then you may want to choose a size that your dog is more on the edge of. For example, for growing puppies with a girth of 10" you would want to choose the medium above with a range of 10" to 20". We don't recommend ever choosing a size that does not include the measurement of your dog as the product will not likely fit and be useful to you.
Do you have X?
Please search our site using the site search in the above right hand corner of our website. It's best to use short words or phrases. For instance, if you are looking for dog beds, search "bed" or for a DAP collar, search "DAP". If you cannot find a product you are looking for, feel free to contact us using the form below.
Is item X Available at a store near me or do I have to order it online?
We sell products which we purchase from our suppliers and which we sell on our website. We can't say what products other stores purchase and sell.
Do any of your food items have ingredients from China?
I purchased an Easy Walk Harness and I am having trouble getting it to fit correctly.
Please check out our fitting tips and let us know if you have any further questions.
Which No-Pull Device is best for my dog?
Can You Pick Out a X One for Me Even Though it Says Assorted?
Yes, we will do our best to do that for you if you note your request in the comments box during checkout.
Contact us by email for any other questions!
In Stock / Out of Stock
Is X item in stock?
Some of our items ship directly from the manufacturer. We state that in the product description. While we make every effort we can to make sure those are up to date, sometimes we don't get notified in time and will let you know if there is an issue with your order.
When will an out of stock item be back in stock?
Generally in a few days to two weeks.
I can't add the number of items I want to my cart.
That is because the number that is being added to your cart automatically is what we have in stock. We should have more soon. We can send you an email when the item is in if you fill out the form below.